From quality to excellence: how to increase people involvement

CAF Best Practice
Date of publication: 2012

The Chamber of Commerce, Industry, Craft Trade and Agriculture of Crotoneis an independent public body that supports and promotes the general interests of companies. Since 1994 (foundation date), their main objective is to switch from a culture of quality to one of excellence, through installing a culture of result thinking from policies to plans and to individual actions. In 2005 they used for the first time the Common Assessment Framework (CAF); it has been used also in 2007 and 2009.

On the basis of the CAF self-evaluation, among the main areas of improvement on which focus attention, there were a situation of general dissatisfaction with various aspects (trust in the organization, willingness to work, personal fulfilment, balancing work/life, workplace satisfaction, etc..), as well as the lack of an articulated plan for continuous improvement in all areas of the Chamber, with the involvement of all personnel, especially non-executive. Therefore the main areas of improvement came from analysis of enabling features of the organization related to criterion 3 of CAF, People.

Trough self-assessments (CAF) and starting from the results of the CAF, in 2008 they developed an improvement plan focused on staff (it was reviewed annually and implemented by monitoring carried out by “Listening circles” representative of staff from different areas), in order to raise the administrative effectiveness and economic efficiency of the Chamber, involving the personnel and stimulating their motivation in the life at office (especially the level of motivation, inclusion, participation and improving the sharing of values and activities). They have acted on the areas of improvement trying to achieve an increase of the related monitoring indicators.

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Italy
Written by: Dr. Donatella Romeo
of Chamber of Commerce, Industry, Craft Trade and Agriculture of Crotone, Italy

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